Team Leader, Restaurant Technology Support

Chick-fil-A Inc. Support Now Team Lead

Support Now at Chick-fil-A, Inc. delivers 24 / 6 support services to over 3,000 quick-service restaurants, ensuring seamless operations for Chick-fil-A FranchiseesOperators and their Team Members. As part of this mission, the Team Lead, Support Now Restaurant Support, plays a critical role in leading, coaching, and motivating a team of Level I Analysts who provide essential IT troubleshooting and technical support to restaurant teams. This role supports our Online IT Agent team and will be a shift start time of 10 : 00am-6 : 00pm end.

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

Responsibilities

Provides daily directions and insights to a team of in-office and remote IT Analysts. Push for continued process improvements and effortless experience for the Restaurants we serve. Attend meetings and planning sessions that relate to IT support. Hold regular one-on-one meetings with direct reports to reinforce the vision, common goals, individual goals, discuss performance and development strategies / plans, and determine training needs. Attend weekly meetings with CFA Staff and Vendors to discuss issues, causes and / or bug fix of escalation. Act as an escalation point for all requests and incidents related to IT support. Assist in the hiring and performance managing the IT analysts. Oversee the overall performance of the team's tickets and calls. Provide immediate feedback to direct reports. Manage SOP adherence, queue management. Monitor analyst's incidents for possible coaching / training opportunities. Periodically listen to calls and review online cases (remotely and side by side) to improve quality, minimize errors, and track analyst performance. Ensure that direct reports receive proper QA advisement, KCS mentoring, and other necessary training to be successful in role. Provide feedback to the Chick-fil-A HELP Leadership Team on performance metrics. Work closely with Workforce Management to make sure proper staffing and coverage is in place for IT support. Recognize employees for exceeding expectations and / or creating remarkable experiences. Maintain high morale through education, communication, displaying interest in the analysts both professionally and personally.

Minimum Qualifications

3+ years of experience. Bachelor's degree. People development and leadership experience. Ability to work independently with minimal supervision. Knowledge : Topics and information that are applied directly to the performance of work such as : Generally accepted servant leadership principles. Supervisory experience. Knowledge and understanding of Chick-fil-A's Corporate Purpose. Proficient with Word, Excel, PowerPoint. Process improvement. Skills : Technical or manual proficiencies that are learned through job training such as : Analytical skills and problem-solving. Accountability. Adaptability. Proficient in collecting and analyzing complex data, Outstanding verbal and written communication skills. Attention to details and good documentation skills. Good interpersonal skills. Abilities : The capacity to apply knowledge and skills as well as characteristic attributes such as : Ability to use sound reasoning to interpret data; Building strong relationships and motivating others.

Preferred Qualifications

1-3 years of leadership or supervisory experience. Leadership position leading team(s). Customer service experience. Help Desk / Call Center leadership experience, a plus. Hospitality and / or Chick-fil-A restaurant experience, a plus.

Minimum Years of Experience 3

Travel Requirements 10% Required

Level of Education Bachelor's Degree